Apple Exam SVC-19A Topic 2 Question 78 Discussion

Actual exam question for Apple's SVC-19A exam

Question #: 78
Topic #: 2

Which of the following statements empathize with the customer or helps resolve a conflict? (Choose three.)

A'Calm down. You are being ridiculous.'

B'These devices are expensive, I cannot change that.'

C'Please control yourself. That is not how it works.'

D'I'm sorry to hear that.'

E'I can understand why you are upset.'

F'It is not possible to repair it by Monday.'

G'You are right. I would be frustrated as well.'

Show Suggested Answer

Suggested Answer: D, E, G

by Hobert at Nov 13, 2024, 08:26 AM

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2 days ago

D, E, and G. Those responses show empathy and try to resolve the conflict.

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